IT Service Management Technician I

What We Can Achieve Together: The Information Technology Technician I – ITSM is responsible for providing exceptional fundamental technical support at the Nature Conservancy, ensuring seamless handovers between global teams, and maintaining high customer satisfaction. Information Technology Technician I – IT Service Management position works within a structured shift pattern, delivering timely and effective fundamental IT support during designated business hours as part of the IT Service Management & Operations Team. Work hours will align with assigned team in the IT service delivery model and requires flexibility to adjust shifts to support global operations. This is a fully remote position where the successful candidate chosen will be located in the United States and work evening hours (starting at 5pmEST/11amHST). RESPONSIBILITIES & SCOPE • Deliver remote support to end-users, ensuring minimal downtime. • Facilitate assigned IT orientations, perform remote PC configurations, and provide fundamental technical support services. • Respond to and resolve incoming technical support requests via ticketing system. • Deliver excellent customer service with professionalism and empathy. • Keep clear and precise records of all incidents and work within IT Service Management systems for effective tracking, team communication, and reporting. • Monitor and prioritize incidents based on urgency and impact. • Ensure adherence to organizational policies and procedures, security standards, established service-level agreements (SLA’s) and key performance indicators (KPI’s). • Other duties and projects as assigned. • May occasionally provide support for Onsite Operations activities and issues. We’re Looking for You: Are you an aspiring IT Technician passionate about resolving IT problems? We are looking for a qualified IT Technician to join our ambitious Business Unit! Our ideal candidate has an in-depth knowledge of computer software and hardware and a hands-on experience with a di...